Melissa O'Brien, Author at Horses for Sources

Melissa O'Brien

Executive Research Leader

Melissa is an Executive Research Leader and Head of Research Operations at HFS Research. Melissa leads HFS’ research initiatives for all things customer experience, including contact center, digital marketing and sales, CX design, and conversational AI. Her industry research focuses on key services dynamics within retail, CPG, travel, and hospitality firms. Melissa also looks after operations across all research coverage areas, helping HFS realize our own version of OneOffice™.

Melissa brings hands-on industry and analyst experience to her role at HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, including analysis of evolving contact center business process delivery and consumer communication trends. Prior to IDC, Melissa held various roles in the contact center BPO industry, including new client implementation, program design, and training development for contact centers in Manila and Cebu, Philippines.  Melissa has led plenary sessions at HFS FORA, NASSCOM, IDC Directions, and various other service provider and industry events.

Melissa graduated with honors from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society. She is a Boston area native who enjoys traveling, kickboxing, and spending time outdoors, including walking and hiking with her two adorably mischievous hounds.

Ramyam and Arvato – Raving Fans or Raving Mad?

January 16, 2017 | Reetika Fleming, Melissa O'Brien

Arvato just announced its acquisition of Bangalore-based Ramyam Innovation Lab, whose stated mantra is to make customers “raving fans” by...Read More
The Digital Marketing Operations Blueprint is Out – Part 1: Key Market Dynamics

January 12, 2017 | Melissa O'Brien

While service providers have varied strengths and value propositions across each of these areas, the blurring lines between front office functions is creating confusion- and opportunity- in this quickly changing market.Read More

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Has the WAHA Security Conundrum Been Cracked?

December 07, 2016 | Melissa O'Brien

The Work At Home Agent (WAHA) model of contact center outsourcing is increasing in adoption.Read More

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The Digital Shopper Will Define the Future of Retail

November 23, 2016 | Melissa O'Brien

How Retail Operations are Moving toward OneOfficeRead More

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Life Fitness Finds “Smart” Translation on Demand with Lionbridge

October 20, 2016 | Melissa O'Brien

Meeting the Marketer’s Need for Speed and SimplicityRead More

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A glimpse into the contact center of the future: the digitally enabled contact center

October 06, 2016 | Melissa O'Brien

A glimpse into the contact center of the future: the digitally enabled contact centerRead More

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Lisbon, Then and Now with Teleperformance

September 27, 2016 | Melissa O'Brien

Thoughts from a return visit to the CX Lab and multi-lingual hubRead More

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Translation Service LanguageLine Accents the Teleperformance Portfolio

September 09, 2016 | Melissa O'Brien

Translation service fits well into a comprehensive talent strategyRead More

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Retailers Need a Digital Architect to Save their Legacies

August 18, 2016 | Melissa O'Brien

Walmart/ Jet.com Signals Major Business Model Changes for RetailersRead More

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Petco Makes Plans to Unleash the Promise of Digital Customer Experience

August 03, 2016 | Melissa O'Brien

Planning for the future of CX involves a changing nature of service provider relationshipsRead More

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